How To Make The Most Of Your Call Handling Service
What we need from you ...
POSTED BY JACQUI FROST ON 10/03/2016 @ 9:00AM
A call handling service can be extremely helpful to any growing business, but only if you give them all of the information they need to successfully represent and support you ...
To integrate our call handling service, we need to know more than your average supplier!
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To provide first class customer service, a call handling service such as The Office Genie need's to know everything that your receptionist would be expected to know - answers to your FAQ's, directions to your office, shop or salon, pricing information and everything else!
"We want to act as an extension of your team so that your customers are unaware they have come through to a separate company!"
To achieve this level of integration, we need to know a bit more information than an ordinary supplier would; so what do we like to know?
The most crucial thing for us to know is where you are. If you're in meetings all day, we need to know so that we can inform your customers that they may not receive a call back until tomorrow. If you've jetted off to some hot luxury island, we need to know so that we can inform your customers of what to do next.
The clients that benefit most from using our service are those that tell us daily about where they and their team are. It means we can provide the best possible and most transparent service to their customers.
Answers To Your FAQ's
The level of information we hold about your business is entirely down to you. While we are happy to provide basic message taking for you, we prefer to delve a little deeper and learn the answers to your FAQ's.
When we are asked a more complicated or technical question by one of your prospects then it looks better if we are able to reply with a confident, concrete answer, plus it will save you the time of calling them back!
Information About Current Promotions Or Marketing
If you're running an offer that entitles people to money off or a free added extra, let us know! That way we can reassure the caller that they have correctly calculated the new price or give them further information about what they're entitled to.
Also, if you've just sent out a marketing campaign that might cause you to receive a significant influx in calls then it might be worth us knowing so we can prepare for the increased volume.
Changes Within Your Team
If one of your team is no longer with you, or you have taken on new staff, then that's the information we like to know.
That way, if someone calls asking for an ex-employee we can inform them that they are no longer working with you and direct them to the correct person. It's just the same if someone asks to be transferred to a new employee as it would help to be aware of their existence!
Those who get the most out of using our services are those clients that keep us regularly updated on changes within their business. We are essentially an extension of your team and need to be kept as up to date as any other member of staff in your office.
Our complete customer care packages allow us to do more than just message taking - we can book your appointments, manage your diary, take payments on your behalf and send out email confirmations.
We know we provide an excellent service that allows our clients to focus on growing their business while we manage the phones for them. Remember though, we are only as good as the information you give us so please make sure you keep your call handling service up to date!
Until next time ...
To find out more about our call handling service and complete customer care packages, please give me a call on 01604 529170 today!
THE OFFICE GENIE
I had a successful 20-year career as an office manager and personal assistant; however, my job was no longer focused on the customers and became all about the numbers. My customer-focused background began when I was 12 in my father's independent carpet showroom. I had a spell with Marks & Spencer before I moved into office-based jobs. I have worked as a training administrator, a PA and PA/office manager in a variety of industries from manufacturing to the IT education sector.
Meanwhile, my husband Ian, a successful Northampton based Master Decorator and owner of Rainbow Frost, was losing out on work due to missed phone calls. When he was busy, callers were getting his voicemail but weren't leaving messages. I knew how to fix that problem!
I quit my job and took on Ian as the first client of The Office Genie in November 2005. Word quickly spread with the second client coming on board just one week later. The majority of our clients since have come to us through word of mouth recommendations and networking referrals. Over the years, I have become well connected in Northampton and Milton Keynes.
Outside of work I enjoy swimming, roller skating, the theatre and my cats and dogs!